Terrible experience with Avon SA

Quite a while back,we had a situation where the the Avon client received an order from Avon which was short of quite a few items. She logged the called directly with her rep who said that she had proceeded to send it to her manager for investigations. Without having received any proper resolutions with regards to the "Not In The Box" issues, her account was handed over to the ITCBA for non payment. We have paid all amounts due but now neither Avon or ITCBA has confirmed receipt of payment.

This is very disturbing as of course you will understand that this is only going to cause a bad reflection on said individuals credit history but now the major issue is that nobody is communicating anything with the client. When monies are wanted, the ITCBA was quickly involved but the favt remains - what about all the missing items,what about the monies paid, what is happening with the account???

The representative in this case has expressed that she has got nothing to do with this incident anymore and that she has no link to Avon head office but what we need to understand how will she then be refunded for the items not received upon delivery. After many attempts, Tsholofelo (rep) and Coleena (manager) have not given a resolution or reasoning behind being taken to ITCBA for non payment even pending an investigation. Last communication the client got was that the NOT IN A BOX situation was happening more frequently but they didn't confirm what they were going to do to resolve the issue.

As a matter of principle and customer satisfaction, this Avon client would like to close the account. The rep has said she knows nothing about dealig with head office, she is just a recruiter, when we asked about the closing of the account and the investigation pending, she continued to simply say she knows nothing about the goings on between Avon Head Office and the ITCBA.

All we want to understand and know with regards to Sbongile Mdladlamba's account are as follows :

1. What is happening with the *"Not In The Box"* issue she queried many months ago now? -still haven't been given a proper resolution or indication as to how she is to be compensated or refunded for those items missing. (Both the rep and the manager)

2. Full payments have now been made either through Avon or ITCBA - but none of these institutions have sent communication back of receipt of payment.

3. How is she going to be compensated for the *Not In The Box* ,which you guys last said there seems to be a trend which you supposedly "investigated" now that she has paid the full amount owing?

4. Who is supposed to communicate the receipt of Proof of Payment with the client? -surely the ITCBA would let Avon know,which in turn would let the manager know, which in turn would let the rep know, who would in turn let the client know

5. We want the account closed before Avon and ITCBA decide to charge additional fees trumped up from nowhere

Working in an environment that is both customer and supplier orientated, what has happened with this case is purely and utterly bad customer service. The experience has been a very torrid one for Sbongile and the frustrations of making payments which you have no stock or products to show for I think is unfair and really negligent of Avon as a brand and everyone that falls under the umbrella.

We understand she may not directly be dealing with head office, but you have to understand that in satisfying the customer/client holistically, it all begins with the person the client knows - the rep in this case.